Cecilia Edeh
Ibadan
Summary
Results-driven SaaS Account & Merchant Acquisition Manager with over 7 years of progressive experience across fintech, SaaS, customer success, and account management. Proven expertise in merchant onboarding, revenue growth, retention strategies, and key account development within fast-paced, technology-driven environments. Highly skilled in acquiring, managing, and scaling merchant portfolios, optimizing onboarding journeys, and collaborating cross-functionally to deliver value-driven SaaS solutions. Adept at leveraging CRM tools, sales data, and customer insights to improve adoption, reduce churn, and maximize lifetime value. Recognized for strong leadership, relationship management, and the ability to translate business needs into actionable growth strategies.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Key Account Manager (SaaS / Fintech)
Traction Apps
Ibadan
11.2020 - 12.2024
- Led merchant acquisition and retention initiatives for SaaS-based fintech solutions, contributing to sustained revenue growth and portfolio expansion.
- Served as the primary relationship manager for high-value merchants, ensuring successful onboarding, adoption, and long-term engagement.
- Developed and executed strategic account plans aligned with merchants’ business objectives and Traction Apps’ growth goals.
- Promoted and pitched SaaS products to prospective merchants, demonstrating value propositions, features, and ROI.
- Collaborated with sales, product, operations, and support teams to deliver seamless merchant experiences.
- Conducted regular account performance reviews, identifying upsell, cross-sell, and optimization opportunities.
- Trained and mentored junior team members on account management, merchant engagement, and SaaS best practices.
- Strengthened merchant trust and satisfaction by acting as a strategic advisor rather than a transactional account manager.
- Cultivated strong relationships with key clients to drive account loyalty.
Student Adviser / Sales & Enrollment Officer
UNICAF
Isheri
02.2019 - 12.2020
- Marketed online degree programs and partner universities to prospective students, driving lead conversion and enrollment growth.
- Educated applicants on program offerings, tuition structures, and scholarship opportunities.
- Managed the full sales lifecycle from inquiry to enrollment completion.
- Assisted in developing marketing materials and promotional strategies.
- Coordinated communication between students, universities, and internal stakeholders.
- Designed flexible payment plans to increase conversion and accessibility.
- Advised students on course selection and academic pathways at UNICAF.
- Guided students through course selection and academic planning processes.
- Provided personalized support to students in achieving academic goals.
- Analyzed student feedback to improve advising strategies and services.
Customer Care Representative
ISON BPO
Ibadan
01.2015 - 01.2019
- Delivered high-quality customer support via phone and email across diverse product lines.
- Resolved customer complaints efficiently while maintaining strong satisfaction metrics.
- Provided product information and support to enhance customer experience.
- Managed high-volume calls while maintaining professionalism and composure.
- Followed up with customers to ensure satisfaction with resolved issues.
- Utilized CRM systems to log interactions, track issues, and ensure timely resolution.
- Actively supported customer retention initiatives through education and relationship building.
- Collaborated with team members to continuously improve service delivery and operational efficiency.
Education
Bachelor of Science - Geography
Bayero University Kano
Kano, Nigeria 12.2008 - 03/2013
WASCE -
Tony Cheta College
Kano, Nigeria 01.2000 - 10/2006
Primary Certificate -
Ete Inoh Nursery and Primary School
Kano, Nigeria 09.1994 - 08.2000
Skills
- Client relationship management
- Strategic planning
- CRM software utilization
- Revenue growth strategies
- Customer rapport
- Client relationship building
- Sales lifecycle management
- Key account management
- Time management
- Customer retention strategies
- Account performance analysis
Certification
- Product training corporate, retail and commercial partnership on store management and inventories tracking, 02/15/24
- Certificate of Completion ‘How May I Help You Training’, 11/24/15
- Certificate of Excellence - Quality Customer Service Delivery ISON BPO, Ibadan
Technology And Tools
- CRM Systems (Salesforce, HubSpot, Zoho – or equivalent)
- SaaS Dashboards & Analytics Tools
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Customer Support & Ticketing Systems
- Data Reporting & Performance Tracking Tools
Timeline
Key Account Manager (SaaS / Fintech)
Traction Apps
11.2020 - 12.2024
Student Adviser / Sales & Enrollment Officer
UNICAF
02.2019 - 12.2020
Customer Care Representative
ISON BPO
01.2015 - 01.2019
Bachelor of Science - Geography
Bayero University Kano
12.2008 - 03/2013
WASCE -
Tony Cheta College
01.2000 - 10/2006
Primary Certificate -
Ete Inoh Nursery and Primary School
09.1994 - 08.2000